A care home where inspectors found call bells located out of residents' reach has been rated 'inadequate'.
Cloisters Nursing Home, in Hounslow, received the lowest of four possible grades from watchdog the Care Quality Commission (CQC) in a report published on Friday (June 5).
However, Advinia Health Care, which runs the home, says significant improvements have been made since inspectors visited in January and it is challenging the commission's report on the grounds of inaccuracy.
It said there was "no concern" around the quality of care provided.
The CQC report says inspectors found call bells in 11 bedrooms at the home were positioned out of the occupants' reach, during an unannounced visit on January 20.
Despite this being pointed out, it continues, the bells - used to alert staff when assistance is required - remained out of reach when they returned two days later. However, the bells were accessible when inspectors made a third visit on January 26.
Inspectors also found what they claimed were a number of legal breaches, including one where it said "the registered person had not protected people against the risk of unsafe care".
A warning notice was issued for one of these alleged breaches but the report said the provider was now in compliance.
'Requires improvement'
Cloisters, in Bath Road, provides accommodation for up to 58 older people, many of whom have dementia, according to the CQC report.
It was rated 'inadequate' for safety and leadership, and told it 'requires improvement' when it came to being caring, responsive and effective, giving it an overall assessment of 'inadequate'.
Inspectors did point out the provider was introducing a new care plan format which they said was more focused on the individuals' wishes and needs, and which relatives were being invited to review.
They also said there was a "clear process" in place for the storage, receipt and disposal of medicines, that individual emergency evacuation plans were kept in each resident's room and that staff were supported to provide effective care.
Advinia chief executive Len Merton said: "The report has only just been published following a visit in January and it doesn't reflect the good quality of the service being delivered now, so we have asked the CQC to re-inspect the home.
"We have also asked them to review the ratings as we have provided factual evidence to contradict their statements, which centre around administration issues.
"There are no concerns around the quality of care provided to our residents. The issue that some of the call bells were out of reach was rectified immediately upon being identified to us, and a process is in place to ensure this does not reoccur."
Councillor Kamaljit Kaur, Hounslow Council's cabinet member for adult social care and health, said: "The Cloisters care home will have a time period to make improvements that will be set out in the CQC report. Hounslow Council is working closely with the home to ensure they meet these improvements.
"All of the 18 residents that Hounslow Council has placed at the home have been re-assessed by social workers to confirm that their needs are being met. Quality of care is the council's priority and the happiness and wellbeing of all residents is of key importance."
